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Elements and Performance Criteria

  1. Develop and maintain knowledge of flooring products and services
  2. Identify customer needs
  3. Recommend flooring products and services

Range Statement

Specifies different work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Range is restricted to essential operating conditions and any other variables essential to the work environment.

Unit context includes:

workplace health and safety (WHS) requirements, which may include WHS legislation, building codes, material safety management systems, hazardous and dangerous goods codes, local safe operating procedures or equivalent and manufacturers’ recommendations

work is carried out in accordance with legislative obligations, environmental legislation, relevant health regulations, manual handling procedures and organisation insurance requirements

work requires individuals to demonstrate discretion, judgement and problem-solving skills in providing advice to customers on floor coverings

Advice on products and services include:

types and applications of available, such as:

timber and laminate flooring materials, coatings and finishes

resilient floor coverings, colours and patterns

carpet and other textile floor covering colours and patterns

methods and techniques for:

timber and laminate flooring installation, sanding and finishing

care and maintenance of carpet and other textile flooring

techniques for resilient flooring installation, care and maintenance

Relevant legislation, codes, regulations and standards include:

Privacy Act

equal employment opportunity (EEO) and anti-discrimination legislation

Telecommunication Act

Trade Practices Act

Consumer Credit Code

Product and service documentation includes:

operational guidelines

marketing data

consumer reports

industry reports

sales figures

Information includes:

competitive features of products or services

product trends and sales trends

problems with products or service

innovations

cost and production data

distribution process

sales records (monthly forecasts, targets achieved)

Authoritative sources include:

industry associations

authorised suppliers

industry conferences and recognised industry media sources

Tools and equipment include:

measuring and calculating equipment, including tapes, rulers, calculators, desk and portable computers

Information and procedures includes:

workplace procedures relating to the use and operation of tools and equipment

workplace instructions, including job sheets, plans, drawings and designs

workplace procedures relating to reporting and communications

manufacturer recommendations for the use of equipment and materials

Performance Evidence

Provision of accurate advice to customers on timber, laminate, resilient, carpet and other textile floor covering types, including their characterises, suitability for the customer needs, maintenance and installation techniques

Collect, organise and understand information related to customer requests, product definition, work orders, basic plans and safety procedures

Communicate ideas and information to convince customers of the appropriateness of particular products to their needs

Plan and organise activities to interest customers and to ensure the product is viewed in a favourable way

Work with others and in a team by recognising dependencies and using cooperative approaches to promote the image of the enterprise and product range

Use mathematical ideas and techniques to correctly complete measurements, calculate area and estimate material requirements

Apply analytical techniques to correctly match customer needs with flooring products and services

Use workplace technology related to providing advice to customers, including tools, materials, calculators and measuring devices